Senior CCaaS Production Support Engineer

Senior CCaaS Production Support Engineer

Minnetonka Mills, MN

Contract

Position Overview

The Senior CCaaS Production Support Engineer is responsible for ensuring the stability, availability, and operational health of enterprise Contact Center platforms, including Genesys Cloud, Amazon Connect, NICE CXOne, and integrated solutions such as Pindrop. This role serves as a critical escalation point for production incidents, troubleshooting, vendor engagement, and operational support activities, helping to maintain reliable customer and agent experiences across the contact center ecosystem.

Primary Responsibilities

Production Support & Incident Management

• Provide advanced production support for CCaaS platforms, associated integrations, and customer contact center services.
• Investigate, troubleshoot, and resolve complex production incidents, service disruptions, and customer-reported issues.
• Lead incident response activities, facilitate bridge calls, coordinate recovery efforts, and provide timely stakeholder communications during major outages.
• Perform detailed root cause analysis and drive corrective actions to prevent recurring issues.
• Manage incidents through their full lifecycle, ensuring accurate documentation, escalation, resolution, and post-incident review activities.
• Participate in on-call support rotations and provide after-hours support for critical business-impacting incidents.

Platform Operations

• Monitor platform health, service performance, and operational alerts across contact center technologies.
• Analyze call flows, routing behavior, agent experiences, and customer interaction paths to identify service-impacting issues.
• Support configuration validation, production deployments, and operational readiness activities.
• Review planned changes for operational risk and assist in implementation and post-deployment validation.

Vendor & Integration Support

• Serve as the primary operational liaison for CCaaS vendors including Genesys, Amazon Connect, NICE, Pindrop, and other third-party providers

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.